Results from client satisfaction surveys showed that serious issues existed with respect to customer service and loyalty.

THE CHALLENGE

Whilst this leading Australian law firm’s had a great all round reputation, when it came to high end matters of legal complexity, the firm’s clients were saying they would most likely approach other firms with a reputation for excellence in that area. The managing partners wanted to engage everyone in the team to tackle the issue.

THE BE LEARNING EXPERIENCE

Senior leaders were consulted and decided on an ‘Open Space’ solution, a problem solving process that works well when participants need to actively contribute and take ownership of the situation and the solutions. We helped the partners clarify their objectives and plan the format of the session.

Entire practice groups got together at several locations and created agendas that everyone contributed to. People moved from group to group to pick up cross cutting issues and exchange ideas and information. The Be Learning facilitator set up the conditions for success, ignited their passion and responsibility, then got out of the way and let the participants get stuck into the issues.

One Senior Associate said she’d worked for several law firms and had never experienced such authentic, respectful conversation. Leadership emerged across all levels of the firm and robust action plans were generated as a result.